In caseit user_manual_v_1_1

Complete user description

Braathens IT Solutions AS Ver: 1.3 28oct2012 p:1

Table of Contents
1. CONTEXT .................................................................................................................................. 4
2. INTRODUCTION TO INCASEIT ................................................................................................... 4
2.1 COLLECTED INFORMATION ............................................................................................................... 4
2.2 ALERT FUNCTIONALITY ..................................................................................................................... 4
2.3 TRAINING AND EXERCISE .................................................................................................................. 4
2.4 ROLES ........................................................................................................................................... 4
2.5 EMERGENCY RESPONSE PROCESS ARCHITECTURE .................................................................................. 5
2.6 LOGOUT ........................................................................................................................................ 5
3. FUNCTIONAL SPECIFICATIONS .................................................................................................. 6
3.1 HOW TO START INCASEIT ............................................................................................................... 6
3.2 INCIDENT SELECTION ....................................................................................................................... 7
3.3 EMERGENCY RESPONSE PLAN (EDIT / REPORT)..................................................................................... 7
3.4 COMMUNICATIONS TESTS ................................................................................................................ 7
3.5 NEW EMERGENCY SITUATION ............................................................................................................ 8
3.5.1 Select role ............................................................................................................................. 8
3.5.2 Register new emergency situation in INCASEIT ................................................................... 8
3.5.3 Send SMS/voice alert to Main Alert List. .............................................................................. 8
3.5.4 Authentication, timezone, deselction of alert list ................................................................ 9
3.6 SELECT EMERGENCY SITUATION ......................................................................................................... 9
3.7 SELECTING ROLES ............................................................................................................................ 9
3.8 DASHBOARD .................................................................................................................................. 9
3.8.1 Dashboard .......................................................................................................................... 10
3.8.2 Executive view .................................................................................................................... 10
3.9 TASKS ......................................................................................................................................... 10
3.9.1 Task overview..................................................................................................................... 10
3.9.2 Search filters ...................................................................................................................... 11
3.9.3 Task description ................................................................................................................. 11
3.10 ISSUES ...................................................................................................................................... 13
3.10.1 Create new issue .............................................................................................................. 13
3.11 ORGANIZATION .......................................................................................................................... 13
3.11.1 View existing Org roles with assigned persons ................................................................ 13
3.11.2 Create new Roles ............................................................................................................. 14
3.11.3 Delete old Roles. .............................................................................................................. 14
3.11.4 Assign new or existing users to Roles. ............................................................................. 14
3.11.5 Person, Create/edit .......................................................................................................... 15
3.12 MESSAGES ................................................................................................................................ 16
3.12.1 Message overview ........................................................................................................... 16
3.12.2 New message ................................................................................................................... 17
3.12.3 Message groups ............................................................................................................... 17
3.12.4 Message groups details and edit persons in message groups. ........................................ 17
3.12.5 Reply to a message .......................................................................................................... 18
3.12.6 Message detail ................................................................................................................. 18
3.12.7 Conference call status ...................................................................................................... 19
3.13 MEDIA HANDLING....................................................................................................................... 19
3.13.1 Press handling .................................................................................................................. 19
3.13.2 Press releases ................................................................................................................... 20
3.13.3 Web Media handling – dark site ...................................................................................... 20
3.13.4 Facebook Media handling – dark site .............................................................................. 21
3.13.5 Library: Documents, Image, Video, reference and links library ....................................... 21
FIG. 3.13.5C LIBRARY OVERVIEW.............................................................................................................. 22
3.14 INVOLVED PERSONS .................................................................................................................... 22

3.14.1 Related persons - Callers .................................................................................................. 22
3.14.2 Directly involved persons ................................................................................................. 23
3.15 ADMINISTRATION OF INCIDENTS.................................................................................................... 24
3.15.1 How to archive an incident .............................................................................................. 24
3.15.2 View all archived incidents (and open it again) ............................................................... 24
4. THE EMERGENCY RESPONSE PLAN, THE “TEMPLATE” ............................................................. 26
4.1 SET UP THE A NEW EMERGENCY RESPONCE ORGANIZATION. THE “ER-PLAN” ......................................... 26
4.2 SET UP THE ER-TEAM, THE PLANNED ORGANIZATION .......................................................................... 27
4.2.1 Adding/Changing users to the team .................................................................................. 27
4.2.2 Administer the Roles .......................................................................................................... 27
4.2.3 Users planned as part of the ER team................................................................................ 27
4.2.4 Scenarios ............................................................................................................................ 28
4.2.5 Planned tasks ..................................................................................................................... 29
4.2.6 Create new planned task ................................................................................................... 29
4.2.7 Intro text ............................................................................................................................ 29
5. OTHER SPECIFICATIONS.......................................................................................................... 30
5.1 ROBUSTNESS ................................................................................................................................ 30
5.1.1 Validation ........................................................................................................................... 30
5.1.2 Mandatory fields ................................................................................................................ 30
5.1.3 User rights .......................................................................................................................... 30
5.1.4 Miscellaneous .................................................................................................................... 30
5.1.5 Cloud version (INCASEIT Standard and Plus)...................................................................... 30
5.1.6 Installed version (INCASEIT Enterprise) .............................................................................. 30
5.2 PERMISSION MANAGEMENT ........................................................................................................... 30
5.3 COMMUNICATIONS ....................................................................................................................... 31
5.3.1 Default version (INCASEIT Standard) ................................................................................. 31
5.3.2 Upgraded version (INCASEIT Plus) ..................................................................................... 31
5.3.3 INCASEIT Enterprise ........................................................................................................... 31
5.3.4 Email to and from INCASEIT ............................................................................................... 31
5.3.5 Conference calls ................................................................................................................. 32
5.4 LIST SORTING ............................................................................................................................... 32
5.5 CONFIGURABLE USER INTERFACE ..................................................................................................... 32
6. GLOSSARY .............................................................................................................................. 32


1. Context
The system INCASEIT is owned by Braathens IT Solutions AS.
INCASEIT in current version (release 1.0) is planned upgraded with new functionality. This document
will describe both existing and new functionality. Planned functionality that is not yet developed is
outlined in green color.

2. Introduction to INCASEIT
The system INCASEIT has functionality such as:
 Keeping an updated Emergency Response Plan available online
 Text and voice alert and communications with members of ERO in 3 channels
 Coordinate the response, and adapt the ERO and management to the situation at hand
 High degree of automatic logging functionality
 Follow up persons involved
 Media response
 Training and exercise

2.1 Collected Information
In a crisis situation the ER organization (ERO) will register crises related information in one system.
Everything that is coordinated and communicated through INCASEIT is automatically logged in the
system and requires no further manual log-entries.
Information that will be registered:
 Crisis data, alert time and alerted phones and emails
 Complete emergency log, automated logitems and manual inputs
 Tasks, issues and checklist items with notes.
 Organization changes
 All communication activity email, text to voice, conference calls and SMS including replies
 Information regarding missing persons, involved persons and Next Of Kin..
 Press releases.
 Web and Social media handling

With all information in one system the organization has easy access to relevant and updated
information during the situation. When the crisis is over, all information regarding an incidence will
be stored in an archive. This will allow the organization the chance to review this information if
needed at a later time.

2.2 Alert functionality
INCASEIT has built in functionality letting users interact with the system via SMS, text to voice
functionality and email. An ERO can be adapted to the current situation on short notice with full
visibility of who can attend or not.

2.3 Training and exercise
The system has training and exercise functionality where exercises can be carried out in a safe
environment, logged and used for training purposes. Highlevel reports of the plan vs. the situation
after an incident/exercise can be generated as learning aids.

2.4 Roles
INCASEIT is designed around Roles. Each specific role will have tasks attached. Tasks can be of
checklist type. Additional tasks can be allocated as the situation dictates.
More than one person can be assigned to each role and persons can be assigned multiple roles.
When the user logs on to INCASEIT, the system must know what different roles he is allowed to
maintain in the ERO-organization. If the user has more than one active role, he will see all
represented roles tasks and responsibilities.


2.5 Emergency response Process architecture
The IT system is built upon years with exercise and real handling of emergencies. Best practice
process flow has been pinned out in many cases, but as environmental issues, geo and political issues
varies, INCASEIT has been designed in a flexible and very user customable way. INCASEIT follows a
general process flow as shown under, the various tasks and subtasks must be defined by each
customer.

Fig. 2.5 Emergency response Process architecture. Scenarios andTasks will be supported in Steg 2.

2.6 Logout
Logging out of the system also de-assigns you i.a.w. your assigned roles. The system will logout a
user automatically if inactive for more than a predefined time. This applies in particular to IPads or
other devices that frequently goes into sleep mode and by then drops the secure connection.


3. Functional Specifications
This chapter will give a complete survey of the functionality in INCASEIT. The chapter will try to
follow the same succession as in a real crisis to make it easier for users not familiar with the system
to follow.
All illustrations are for demonstration purposes only and do not place any restrictions on the
solution.
INCASEIT is a “Cloud” based IT system. By this we mean that no IT infrastructure will have to be
installed at any customer. No hardware, no servers, no software installations. The only precondition
is access to internet. The system runs over an encrypted line. All traffic is then handled as secure
information.

INCASEIT communicates with the team in 3 channels globally:
1. SMS to mobile phones. Multiple replies accepted in free text .
2. Text to voice. Autoconverted text to chosen language. Communicated as voice to any
telephone. Single response with phone keys 1-9.
3. Email. Multiple replies accepted in free text.

Note:
Since INCASEIT needs a login verification code to be accessed. This is sent by the system itself to the
users primary mobile phone as a SMS, only persons already stored in the system with necessary
details can log into INCASEIT. If you have no access details or have forgotten your username, changed
your mobile phone or email: Contact your “Emergency Response Manager”.

3.1 How to start INCASEIT
1. Access the Internet
2. Type in the correct url (e.g. https://incaseit.net/ )
3. Log on with username.

Fig. 3.1.1. Form for entering access details

4. Confirm login with the received code (SMS/email).
5. If a static password is required by your ER organization, you will be asked for it here.

Fig. 3.1.2. Form for entering access verification code and static password (option).


6. If you have responsibilities in more than one Emergency Organization, choose one of the
emergency organizations by selecting the name of the emergency response organization.

If you are associated with more than one Emergency response organization, the following
screen is shown when you enter INCASEIT:

West Alpha

Tudor Oil Services

Fig. 3.1.3. Form for selecting ER organization to work with

7. Based on the username and password applied, the system will now assign you to the right
INCASEIT instance and with the user privileges assigned to you. If you have problems
accessing INCASEIT, please contact the corresponding Emergency Organization leaders.

3.2 Incident selection
Main entrypoint for selection of active incident, archived incidents, Emergency Response plan and
Communication test. You can immediately trigger a new incident by clicking the green button, or
select any of the active incidents shown in the list. From this page you can archive active incidents
and therefore make them read only. The archived incidents are available via the shown submenu.

Fig. 3.2. Incident selection page

3.3 Emergency Response Plan (edit / report)
Via the submenu Emergency Response Plan, you can edit the organization´s Emergency Response
Plan or print out a full report showing all aspects of the response plan that is stored in the system.

3.4 Communications tests
Communications tests can be scheduled regularly or started manually. This is carried out exactly as a

real crisis alert, but has additional text and is logged separately. Inclusion of reminder to update the
ERO members personal data can be activated.

3.5 New emergency situation
When a crisis arises the officer in command can decide to mount the ERO using the "New Incident"
functionality. By doing so he mobilizes the leaders in the ERO (Main Alert List), who will in turn alert
the rest of the organization when and if needed.

3.5.1 Select role
First step after clicking the “New Incident” button is to select a role to use when you are creating the
new incident. You will continue with this role when working with this incident afterwords. You must
have a role that are given the permission to create new incident in order for this butten to be active.

Fig. 3.5.1 Role selection dialogue

3.5.2 Register new emergency situation in INCASEIT
Filling out the form and click “Next step” and thereafter "Execute" creates a new ER-instance in the
database. The next button turns blue and active when minimum information are filled out. Pay close
attention to the time and location of the incident. In this dialogue box you will enter where the
incident happened, the local time and the local time-zone. The system will calculate this into the
correct ECC time. All organizations are set up with an ECC (Emergency Control Centre) location and
corresponding time-zone. All time/dates referred when using the system are the organization´s ECC
time/date zone.

The instance can have status “Real emergency” or “Exercise”.

Fig. 3.5.2 Form for starting new emergency situation, step 1.

3.5.3 Send SMS/voice alert to Main Alert List.
If you have chosen to "Send to alert list" when the red "Confirm" button is pressed, a SMS message


and email will be sent to all members on the main alert list. The message text will be followed by a
code word plus a sequence number for the current instance/message. Replies to the SMS can be
given in free text. The reply is logged. The message text will be translated to the chosen language and
phoned simultaneously to all members on the alert list. They can respond by touching keys 1-9 on
the phone. This response is also logged. Email messages can be replied to and are stored in the
system and logged.

Fig. 3.5.3 Form for starting new emergency situation, step 1.

3.5.4 Authentication, timezone, deselction of alert list
Authentication code is optional, but many organizations want to impose a control mechanism to
avoid unauthorized alerts. The use of this is controlled by relevant lists in the ER centre.

Location Time/Date is set via a calendar object including a timezone field. Enter the incidents local
date and time. Set the timezone, and the system will calculate the ECCs corresponding time.

Select or deselect “Send to alert list”. This to enable a “heads up” to certain members about a
pending situation without triggering the whole ER organization.

You cannot change the alert list content from this screen.

3.6 Select emergency situation
If more than one ER-instance is active in the system at the same time the user are presented with a
list allowing him to choose what situation to work on when entering the system. See fig 3.2

3.7 Selecting roles
After selecting an ER instance, INCASEIT will ask you what role(s) you will have according to the
Organization plan in the system. The system allows for multiple persons to have a single role and
persons can have multiple roles simultaneously. It will also allow you to choose to be a viewer only
with privileges as your Org roles but without change privileges. See fig 3.5.1

3.8 Dashboard
The banner on the top reveals who the user is, which company has, what incident plus the current
status. This is visible at all times. The menu is tabbed with only 2 levels. INCASEIT behaves like any
web based newsreader. Hence there should be minimal need for large learning and competence
programs.

The dashboard is an overview and a desktop to work in when incident has occurred. It is designed to
give an overview of the situation in one screen:


3.8.1 Dashboard

Fig. 3.8.1 The dashboard view

The view shows 4 mini windows:
• Incident log gives you a view of the past,
• The task list shows your response actions,
• The issues list shows you your challenges,
• The calendar keeps track of your planned events.

3.8.2 Executive view
If a person is involved in to different incident, an overview will be displayed under the executive view
sub menu.

3.9 Tasks
When preparing incidents a list of tasks are pre-defined as part of the ER plan. These tasks are copied
to incident when it occurs. Additional tasks can be created during an incident. The tasks added after
an incident is created will only be relevant for that particular incident. The list can be filtered to show
only “My tasks”, “Overdue Tasks”, “All tasks” and the individual role´s list of tasks.

3.9.1 Task overview

Fig. 3.9.1 Task list

The list is sorted by priority, overdue (red), due today (orange), completed and not started at the
end. Everyone can edit a task.

Issues are not to be shown in the task list. But has its own list in the dashboard view.

3.9.2 Search filters
Shown as a dropdown list. “My tasks All” is default. The list can be expanded by customer need.
My tasks
Overdue
All Tasks
Roles tasks
HR
Emergency Director
…
Same search filters are used in dashboard.

My tasks are special because it shows the persons tasks regardless of how many roles he are
assigned. If he is assigned both ED and HR roles, My Tasks list will show both ED and HR roles.

3.9.2.1 Task status
 Due today (use tooltip to explain why this item is yellow)
Overdue (use tooltip to explain why this item is red)
Completed (use tooltip to explain why this item is green)
Not completed (More than 24 hours to due date)
Not completed (Do not have a due date)

Removed task is only marked as not relevant and never physically deleted.

3.9.3 Task description
Tasks can easily be changed in the overview list or in a popup window. The task description in the
task-list is a link to the task detail window.

If the task detail is too long for the overview column, the text is truncated and “…” is added at the
end.
Then the user has to look into details to see the whole text.


3.9.3.1 Add new task

Fig. 3.9.3.1 The Task detail form

When closing the window without saving, a message will appear and action can be taken.

3.9.3.2 Types of tasks
General tasks (planned) and the relevant scenario tasks (planned) will be copied into incident level
when incident occur. When copy to incident the “completed within” will be generated with current
date and default two hours, if no milestone is set.

Checklist
Can be a special version of a task. Will contain a list of items either to do or to consider. The checklist
is only available for editing when editing the ER plan. The checklist is marked complete when all
items on the list are marked as complete. The log will only reflect the start of the checklist and when
it is complete.

General tasks
These tasks are planned and will always be copied from the ER plan into an incident regardless of
type of scenario.

Scenario tasks
Based on the selected scenario when creating the incident, these tasks will be copied.
If the type of scenario is changed after incident creation, the new scenario tasks are added to the
already existing task. In the event that one changes the type of scenario during an emergency
response, no old tasks will be removed and the new tasks relevant to the new scenario will be added
to relevant ERO roles.

Incident tasks
These are tasks that are not a part of an ER plan and will be created after incident occurred and thus
are only relevant to the relevant incident. The user can edit due time when adding a new task.


3.9.3.3 Setting up template (ER plan):
Specific due dates are not possible to set for future incidents, therefore a milestone is stored (format
hh:mm) when creating the planned task. When an incident is created the system will calculate a due
date and time for each task.

3.10 Issues
Issues are challenges, cases or questions raised during the incident period.
Issues can be resolved but not deleted.

By recording an issue, the user has a place to take a note and some action can be taken.

3.10.1 Create new issue

Fig. 3.10.1 The Task detail form

Level: Critical, Non critical
Risk: High, Medium, Low

If private issue (ED only) is selected, only ED can see this issue. Responsible can be set to another role
than emergency director regardless if the issue is private or not.

Due date is date and time. Not mandatory. A red/orange square will be visible depending due date
against current date. (Same as task).

Private issues will have (P) in the description when it is displayed in the issue list. Emergency director
is the only role that can have a private issue. Private issues are not visible to other roles.

3.11 Organization
The ER organization consists of different roles. The roles can be used as message groups and mail
lists. (Alert lists belongs to message groups under the Communication menu). Both roles and
message groups can be used to send messages to coordinate the Emergency Response work.
To adapt your ER Organization to the current situation, the following operations can be performed:
 View existing Org roles with assigned users
 Make new Org roles and delete old groups.
 Assign new or existing users to Org roles.

3.11.1 View existing Org roles with assigned persons
The display "Organization/Overview" displays all current Org groups in the system, and who is

assigned to them. By clicking on the names showed in the list details about the user will be
displayed.

Fig. 3.11.1 View Org group members

3.11.2 Create new Roles
Select the role under which you want to create a new role. Note that the chosen role´s name are
displayed in the the top left corner of the right list panel. If you have chosen “ER Organization” you
will create a new top level role, and “All persons” will be displayed. Click on the blue button “New
Role”. The Role details page will show up. You must give the new role a name. Description is
optional. The name must be unique. The role is created after pressing the Save button. You can
select members of the group any time during the process, but does not take effect before saving.

Fig. 3.11.2 Create/Edit roles

3.11.3 Delete old Roles.
Before you can delete a role, the roles member list must be empty. This is done by selecting the
relevant role, click the button “Edit role”, select all members (in the right pane), and click them over
to the left pane. Click save. Now the button “Delete role” should be blue and active. Clicking this
button removes the role from the ER organization without further warning.

3.11.4 Assign new or existing users to Roles.
This can be done in two ways.
1. Person detail.
Find the relevant person in one of the person lists. After selection you see the person detail
popup. Select submenu Roles”. Set checkmarks in the relevant roles checkboxes. The person
can have more than one role. The assignment(s) can be changed at any time.

Fig. 3.11.4 Edit person roles

2. Roles detail.
See fig. 3.11.2. Select the relevant role. Click the button “Edit role”, select all relevant
persons (in the left pane), and click them over to the right pane. Make sure that the list in the
right pane is complete and have only the right members. Click save.

3.11.5 Person, Create/edit
Before assigning a new user to one or more Roles, she/he must be added as an ERO-member in the
system. Clicking "New person" in the "Person" submenu in the “Organization” tab, will display an
empty "New Person" form. The form must be filled in with user’s personal data under the dialog
submenu “User information”. Very few information details are mandatory: Firstname, Lastname, Pri
1. Mobile telephone and Pri1. Email. After having saved the basic information, more submenu
options are available. Select relevant roles and message groups by ticking of control boxes before
pressing “Save”. There are no limit of the number of roles one can be a user can have.

Fig. 3.11.5 Person detail

The choice between “Staff” and “3rd. party” has impact for customized lists of personnel in the
application. Likewise check “ER qualified” if the person has the necessary qualifications to be given a

role responsibility within the organization.

Username is the login name each user has. It must be unique. Normally a user is initiated with his
email address.
Ensure that telephone numbers of all kinds include country code, but not + or 00 as a prefix.

3.12 Messages
3.12.1 Message overview

Fig. 3.12.1 Message overview

This is a list with all details of every communication done by the system. All details regarding sent,
messages, email, voice translation, satellite phone comms and conference calls can be retrieved
here. The list is presorted with the newest communication on top, but can be sorted on all coloumns
ie. to show communication by roles. To the right icons are shown for the different communication
channels. If the communication reports problems to one or more persons a red exclamation mark is
shown on top of the icon. The message detail will reveal the errors in more detail.

Incaseit supports the Sattelite telephone system from Iridium. This is not regarded as a separate
channel, but as a specialized phone system. Incaseit supports both voice and text messaging by
Iridium, as well as replies sent as email and txt message.

The different communication channels:
Email channel
SMS text
Text to Voice
Conference call

To further increase usability of the Communication overview, we will introduce filters in the
upcoming release.
Filter type: Sent, received, All
Filter: sms, email, To, Date


3.12.2 New message

Fig. 3.12.2 New message

This example shows a message that will be sent in 3 channels (SMS/Email/Voice). It will not be sent
to Sattelite telephones (ref type phone in person detail). It is automatically marked as sendt from the
role you have at the moment of sending, and is sent to all members of the two groups “Human
relations” and “Emergency Director”. You can send to individual persons, roles, message groups, all
persons marked staff or ER Qualified, and more. The options come up when you type the first letters.

In order to use the "Send message" function the user must first be assigned to an existing ER-
instance. User will then be able to send SMS messages to any alert list in the system. The system will
add the correct sequence number to the message and a request for reply if selected.

Before sending the message one must select type of message: Info only or request reply. A control
question regarding this will be presented after clicking the “Send” button.

Add attachment will come in the next release.

3.12.3 Message groups

Fig. 3.12.3 Message groups

3.12.4 Message groups details and edit persons in message groups.
This is managed as roles as described in 3.11

If adding a person to alert list, the person must already be in the emergency team or added to the
team when included in the alert list group. Alert lists belongs to message groups under the
Communication menu. Alert list as top level is unique in that it cannot be deleted or edited except
for its members.


3.12.5 Reply to a message

The receiver will confirm to INCASEIT by replying to the SMS. The reply message shall start with the
sequence number followed by a message that will be displayed in the INCASEIT alert status log. User
can send multiple replies on the same SMS if needed.
Ability to use this function will be dependent on user privileges.

As seen in the New Message popup window, you can from this single window communicate in 3
different channels using a number of methods of communications:
 Email
 SMS text (mobile phones and Satellite phones)
 Text to voice calls (all phones including satellite phones)
 Conference calls.
The channels can be used in combination or independently. Special restrictions applies to SMS and
Satphones due to system design. Ie. when sending text to Satphones (Iridium), only approximately
120-140 characters are sent. The system will indicate how large your message is by counting the
characters and display how the message will appear when received by the Iridium phone.

3.12.6 Message detail
When a message is delivered, all receiving parties has acknowledged that they have gotten the
message and everything is ok, the list will show a clean icons of the respective channels. If not 100%
ok, a red marker on top of the relevant icon indicates something has failed to one or more receptors.

Expanding the list item, will reveal information about the individual status.

Fig. 3.12.5 Message details with status

Typical detail view displaying both SMS replies and phone responses to a message that is transmitted
both as a SMS and as a Text to voice. Error codes shown indicates different responses from
international Telephone companies but shall be regarded as the person has not been reached.


3.12.7 Conference call status

Fig. 3.12.6 Conference call status detail

The actual call is not recorded, but all participants status are logged to give a track record of who has
gotten the information. The last received status will be shown permanently (usually left conference
and the time of conference exit).

3.13 Media handling
INCASEIT supports handling of various media responses that may be applicable to an incident. These
actions cover:
 General press handling, including press releases and press contact follow-up.
 Web adjustments, including invoking of a dark site
 Facebook scripting to apply best practices to your Facebook presence in an incident.
 Other social media standardized searches, to avoid time spill and confusion.
 News scan if entity has such a program
 Storage of images and videos for reference.

3.13.1 Press handling
Manual entry of press contacts, press releases and followup.

Fig. 3.13.1a Conference call status detail


In the “Press” section the persons responsible for media followup, will enter Press contacts and can
load up press releases. New press contacts are entered via the “New Presscontact” dialogue box.
The same dialogue box are used for followup of press contacts. That way you will gather an individual
press contact history

Fig. 3.13.1b New press contact detail

3.13.2 Press releases
Handle press releases the way you normally would handle it. But load the press releases that has
content related to the incident into IncaseIT by using the Press release upload function. To view the
press release afterwards, just click on the line. This will bring up the dialogue box again, with a link to
the IncaseIT storage. Clicking on the link brings up a view of the press release. Supported formats are
PDF, Docx, Xlsx, Txt, and other well known formats.

Fig. 3.13.2 Press release detail

3.13.3 Web Media handling – dark site
Braathens IT Solutions has extensive knowledge in how to handle different needs customizing web
pages on the fly. By preparing the customers Web page as part of the ER plan together with the
customers IT department, one can invoke the needed functionality from within INCASEIT without IT
expertise present.


3.13.4 Facebook Media handling – dark site
By preparing the customers Facebook pages and scripts as part of the ER plan together with the
customers IT department, one can invoke the needed functionality from within INCASEIT without IT
expertise present.

3.13.5 Library: Documents, Image, Video, reference and links library
Single repository for all documents and links that are relevant for the incident. Everybody can upload

Fig. 3.13.5a Bookmarks details Fig. 3.13.5b Upload file


files and bookmarks and view them, but only Administrator can change or remove them.

Fig. 3.13.5c Library overview

3.14 Involved persons
INCASEIT supports follow-up of involved persons and their relatives/callers. Without going into
detail, the management of the two categories are kept separated. People handling the
callers/relatives can enter the caller information without accessing the INCASEIT database. A
matching algorithm can be invoked by admin to match relatives with involved persons creating a
relation between them. Both categories can be follow-up entering personal information on the
individual person record. This will be logged, but details will only be visible to those with permissions
to view the relevant persons.

Involved persons can be grouped and created as a message group. Communication to one person or
groups of persons can be done via INCASEIT and are automatically logged.

3.14.1 Related persons - Callers
IncaseIT has functionality for tracking both Directly involved persons and persons that are enquiring
about them (Callers). The Callers are listed and updated every time you press the “Save” button. This
updates the “Last time called” field as shown in the list. The callers can be linked to named persons,
but there are no direct link between callers and DIP before a matching routine is done. This to avoid
unexpected results and links. IncaseIT does many checks while one is creating or updating the caller
to avoid duplicate entries.

Fig. 3.14.1a Callers overview

Functionality to use “Spokesperson” actively, will be added in the next release.

Observe that you have to “Add” the related person via the “Add” button, in order to make it a part of
the caller-Dip link. If you add a caller but forget to save it before you exit out of the dialog box, the
added person info will be lost.


Fig. 3.14.1b Caller detail

3.14.2 Directly involved persons
Directly Involved person (Dip) is a part of the “Person structure” in the system. Everything that
applies to ordinary persons will therefor also apply to the Dips. This include the ability to use Dip in
roles and message groups. The Dip is separated from the rest of the organization by the checkmark
“Directly Involved” in the “User information section of the person dialog box.

Fig. 3.14.2a Directly involved persons overview


Fig. 3.14.2b Directly involved detail

3.15 Administration of Incidents
3.15.1 How to archive an incident
Archiving an incident is very easily done by clicking on the archive symbol in the relevant list position.
Permission to do this is normally given to an admin person. When archived, the incident will be read-
only, and can be viewed from the menu position “Archive”. It is highly recommended to keep the list
of active incidents as short as possible to avoid confusion.

3.15.2 View all archived incidents (and open it again)
To reopen an incident, you must be an admin person and are prompted for a reason befor opening
the incident for editing.


4. The Emergency Response plan, the “Template”
Only the persons having the Admin permissions have the privileges to enter this section. Having the
Admin permission, means that you can access the “Edit the ER-plan” button in the submenu
“Emergency response plan” on the initial incident selection dialog (Fig 3.15.1).

This will switch you from incident mode over to work on the ER- plan. To make this apparent, the
header will switch to green, and the header will reflect that you are working on the template and not
on an incident. A new sub-menu will be visible. Now you can view and edit all details of the entity’s
ER-plan.

The ER-plan is most often referred to as the ER-templates and will include the ER team with names,
the main alert list, the different roles, message groups, general tasks, scenarios and tasks relating to
the different scenarios.

All users will have access to the button “View ER-plan” at the submenu “Emergency Response plan”.
Under this submenu, you can print out a complete report with all the content that is stored in the
Emergency response plan part of Incaseit.

All changes to the ER Plan, does not affect incidents that are created. Only future incidents will have
the new setup.

4.1 Set up the a new Emergency Responce Organization. The “ER-plan”
As a best practice, the work process of setting up a good Emergency response plan can follow the
outline below:

Risk Analysis Setup of a new
Risk Scenarios ER organiza on

People and Team setup What to do when

Populate
Populate Populate
Roles and
Add alert list scenarios
Add Message Add
Add roles Message with Add Tasks with
personell groups Scenarios
groups correct relevant
with
personell tasks
persons.

Train and Test


4.2 Set up the ER-team, the planned organization

Fig. 4.2 The Emergency Response organization in the ER plan. Option to remove users from the team/role.

Alert list is a message group that cannot be changed exept for altering members..
Alert list and Emergency Director are both default and cannot be deleted.

4.2.1 Adding/Changing users to the team
When adding user to the team, he must be added to a role in the team.

Fig. 4.2.1 Create/maintain the roles in the Emergency response plan

Inactive persons will not be visible in this list.

4.2.2 Administer the Roles
See 4.2 and 4.2.1

Roles added or deleted in this window, will affect the team setup. A role can’t be deleted if users
have that role. The changes that are made to the plan only affects the incidents created after the
change is saved.

4.2.3 Users planned as part of the ER team


Fig. 4.2.3 Persons stored as a part of the Emergency response plan

4.2.4 Scenarios
The ER Plan will contain at least one scenario: General
The tasks under Scenario “General” will always be carried out.

In addition to scenario “General” you can create many scenarios based upon your risk assessment
and detail level of ER planning. Only one scenario in addition to the default scenario “General” can be
active at one time. If one change scenario during an incident, no tasks belonging to the old scenario
will be removed, only the new tasks will be added to the different roles task lists.

Fig. 4.2.4 Scenarios defined in the Emergency response plan

Fig. 4.2.4.1 Create/maintain a scenario in the Emergency response plan

It is possible to use one task in different scenarios.
To remove a scenario, you must first remove the scenario´s attached tasks. Do this by using the same
dialog, Save the scenario. When the scenario has no tasks attached, it can be removed by clicking the


remove button. (Only persons with admin permissions can access this in the ER-plan. While working
in an incident, scenarios are not available except for activating a different scenario.)

4.2.5 Planned tasks
Tasks are either a general task that will be carried out in all types of incidents. If not a general task, it
will belong to one or more scenarios. A specific date/time cannot be set, but a milestone may be set,
and will be calculated and set as an accurate date/time when an incident with a proper scenario is
created.

Fig. 4.2.5 Tasks stored as a part of the Emergency response plan and used in scenarios

4.2.6 Create new planned task

Fig. 4.2.6 Create/change tasks in the Emergency response plan

4.2.7 Intro text

In order for the ER plan (the templates) to be printed and made available as part of the entity’s
Emergency Response Manual, introducery text can be adde to all chapters as part of the ER plan. The
complete plan can be generated from the incident tab.


5. Other Specifications
This chapter describes some general items that are not covered in chapter 3. Functional
specifications.

5.1 Robustness
5.1.1 Validation
Some fields needs validation. E.g. mail address field shall have a @. If validation returns an error, an
error message informing the user is dispalyed.

Protection against data loss when navigating pages.
Al forms shall have protection to prevent users from navigating away from a page before saving it. If
a user does so he/she shall be presented an error message asking if this is OK.

5.1.2 Mandatory fields
All fields in forms marked with * shall be made mandatory. All other fields shall be non-mandatory.

5.1.3 User rights
Only users bearing the right user privileges shall have access to the math functionality. It must be
possible to control this privilege independently so that different customers can configure the system
for their use.

5.1.4 Miscellaneous
 When opening a new form the first field in the form is active and ready to use.
 Use of tab shall always take the user to next input field or user control.
 No radio buttons shall be clicked (preselected) when opening a new form.

5.1.5 Cloud version (INCASEIT Standard and Plus)
INCASEIT hosted solution shall be easy accessible over the Internet. Customers will do as follows to
gain access to the system:
1. Access the Internet
2. Type in the correct url (e.g. www.InCaseIT.net)
3. Log on with username, password, letter recognition and pin code from SMS.
Based on the username and password applied, the system will assign the user to the right INCASEIT
instance and with the right user privileges.

5.1.6 Installed version (INCASEIT Enterprise)
It will be possible to run INCASEIT in a company's internal network behind their firewalls. If INCASEIT
is delivered in this version, supporting functions and databases must be set on the customer's
hardware. A package containing all necessary software together with an assembling manual will be
produced and set up together with the local IT department..

5.2 Permission management
Extensive permission handling is offered in INCASEIT. Version 1.0 will use the following permissions.
These are valid for the operations incidents. To edit the organization´s Emergency response plan, one
must have admin privileges.

1. Admin: Top level for each organization. Includes edit, change, delete on all content including
the ER plan. Can set permissions for other users within the organization, including admin
permissions.
2. Directly involved: Gives access to view and edit the “Directly involved persons/Callers”
section of the system. Will by default enable Edit rights.
3. Edit: Can use the system as a normal user of the system. Cannot set permissions, and does
not have view/edit rights to the “Directly involved persons/Callers” section of the system.


4. Login: Has login rights to the system, and will be able to see the incidents, but cannot change
anything nor use the communications section. Cannot see the “Directly involved
persons/Callers” section of the system.

Fig. 5.2 Set user permissions in the Person dialogue. Only Administrators can change permissions.

5.3 Communications
SMS, voice and Email functionality are offered in different versions. Global reach is ensured by a 3rd
party vendor that maintains all necessary agreements with Telcos around the world.
Communications are automatically logged in InCaseIT.

5.3.1 Default version (INCASEIT Standard)
The default version will use a standard interface to an SMS broker chosen by the system owner.
Reception of SMS messages will be dependent upon local condition and telecom operator's network
performance. Responses to the SMS message will be free text after entering a code word and a
sequence number.

5.3.2 Upgraded version (INCASEIT Plus)
Configuration of SMS functionality will be as for the standard version. Voice messages (translated
from the written message) is handled much in the same way as SMS. Response to voice messages will
be logged and displayed at the same place as reply to SMS messages. Only responses with numbers
0-9 are supported as this ensures compability with land line telephone systems and older equipment.
INCASEIT System Manager shall be able to configure time delays if both SMS and voice messages are
used in combination. The voice functionality will be maintained centrally but can be passed to the
individual customers phone solution as per agreement.

Satellite phones using the Iridium are supported both in the SMS and voice message modules.
Satellite systems restrictions will apply.

5.3.3 INCASEIT Enterprise
In the INCASEIT Enterprise version (local installation on customers infrastructure) INCASEIT will be
delivered without any connection to a telephone operator initially, but with protocols for SMS
functionality ready for use. This will let the customers make local agreements with the telephone
operator of their choice.

Support for voice messages will have to be maintained by the local telephone operator through an
agreement with BITS.

5.3.4 Email to and from INCASEIT
INCASEIT has mail capabilities both for sending and receiving. Responses (Reply) to an received email
from IncaseIT, is tagged by the original email from IncaseIT. This tag makes it possible to reply
without an extra code word or sequence number to identify it for the system.

Sending email


INCASEIT has a common message input screen allowing a user to send a simple text mail to any valid
email address. One attachment per message is allowed and is only sent to the email recipients (not
to the SMS/Satphone recipients). All emails sent from INCASEIT will be registered in the log for the ER
instance in use.

5.3.5 Conference calls
INCASEIT has conference call capability up to 60 simultaneous attendants. There are 2 large benefits
by using the built in conference call:
a) You can set up a call to a group with one click, and all attendants will be called up by the
system. No need for pin-codes or special numbers in different countries.
b) Automatic logging and continuous surveillance with notification of every attendants call
status. Thus the conference call moderator can observe if vital attendants actually were
present during the call. The final status of each attendant are saved.

5.4 List sorting
All lists can be sorted by clicking on the headers in a column on all screens showing lists. All column
headers shall be clickable.

Heading 1 Heading 2 Heading 3
List item List item List item

 When clicking on Heading 1 the list shall be sorted A  Å after column 1.
 Clicking once more on heading 1 shall flip the sorting to Å  A, still after column 1.
 A third click on heading 1 shall shift the orientation back to A  Å.

Clicking on other headings shall produce a similar result.
When a user clicks on heading 1 and then on heading 2 the list should be sorted in a nested way
sorted after h2 first, and then after h1. Sorted column header will be indicated in red letters (or as in
Outlook).

5.5 Configurable user interface
The system offers interfaces based on the customers demand. Flexibility to set up a new instance of
INCASEIT for a customer and to configure this instance based on the customer’s needs is available.
These tasks are carried out by the system manager..

6. Glossary
INCASEIT Emergency Response Support System
ERO Emergency Response Organization
ERC/ECC Emergency Response Center / Emergency Crisis Center
ER Emergency Response
Main Alert List List with ERO leaders that will be mobilized first.
ER-instance A complete version of INCASEIT for one customer.
Org roles(s) List(s) with different teams in the ER organization.



In caseit user_manual_v_1_1

Recommended

Recommended

More Related Content

What's hot

What's hot (18)

Viewers also liked

Viewers also liked (8)

Similar to In caseit user_manual_v_1_1

Similar to In caseit user_manual_v_1_1 (20)

In caseit user_manual_v_1_1